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Shoretel Softphone Issue

Posted on 2014-01-08
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Last Modified: 2014-03-06
I am 90% sure it was working and belive this is a director issue..  However:

Tested over a VPN and also locally on the LAN and get a line not in service error on the communicator.
Check HQ/Director and foudn that the SG90 @ HQ site is showing the softphone as out of service and is assigned to a MAC address of a device i cant trak (assyume a laptop):

D4-BE-D9-23-A1-EC Headquarters D4-BE-D9-23-A1-EC 172.19.105.163 Unknown Out of Service (Operational)     Soft Phone

Ideas?
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Question by:CHI-LTD
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by:JRSCGI
JRSCGI earned 500 total points
ID: 39773608
In the ShoreTel director go to IP Phones menu, then click on "Individual IP Phones" and you will get a list of all assignments, including SoftPhones.  It will show the MAC address.  You can then check the box to delete the assignment.
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by:CHI-LTD
ID: 39776156
didnt want to delete it.  want to be able to use it...
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by:JRSCGI
JRSCGI earned 500 total points
ID: 39776846
That only deletes the assignment to that MAC - the softphone RTU will still be available and can be reused.
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by:JRSCGI
JRSCGI earned 500 total points
ID: 39776851
It is a way to clear - let me know if you still get the not in service error after resetting everything.
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by:CHI-LTD
ID: 39776870
the other issue (linked to this) is that some phones are assigning themselves to a remote switch in another site...
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Assisted Solution

by:JRSCGI
JRSCGI earned 500 total points
ID: 39776930
Are you using a separate VLAN for each site?  We had one client with a flat network that used one VLAN for all phones and they had problems like this - on a reboot the phone would pick any switch it could find instead of the local switch
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by:
JRSCGI earned 500 total points
ID: 39777037
Do you have a separate DHCP range for the phones and devices at each site?  That is necessary as well to avoid the reassignment problem.
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by:CHI-LTD
ID: 39777049
No, we only have 2x scopes/servers at outr main site.  the remote site has statics..
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by:CHI-LTD
ID: 39882139
update: would appear that the machine switching between the networks are not updating the ip address quickly enough for DNS and shoretel system to see the machine with the single IP/Name.
Also the device is automatically assigning to the shoregear switch in our remote site not the main site where director is.  The comms co says this is correct due to the way in which resilience/failover is configured...
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Author Closing Comment

by:CHI-LTD
ID: 39908967
in the end a couple of issues:

1. resources on the live switch we're maxed out, so we have brought the failover switch live and now new devices are registering to the new switch.
2. the ingate sbc was not allowing traffic and ringtone through it.  required additional ip ranges to be added to it.
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